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Upgraded my contract but it doesn't work

ysansoucy
Great Neighbour / Super Voisin

I've reached out the maximum number of minutes for my contract so I added a more time and change my contract for the next bill. It didn't work and when I call with my phone, it says ''The call cannot be done because there is no more minutes''. I've decided to change the contract for unlimited (And pay an extra 10$), but it still does not work. It says I should call *611 which actually send me to random phone number with people who don't understand why I call.

 

I can't seem to find any costumer service to call. 

1 ACCEPTED SOLUTION

Accepted Solutions

esjliv
Mayor / Maire

@ysansoucy  - when you say you "added more time" do you mean you purchased the $5 / 500 minute Canada Wide calling addon? Because just adding funds to your account will not provide more minutes.

 

Go to this section in your Self Serve account: https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-plan/

This does sound like your best bet probably to do, but it could be that you forgot that 2nd step in the process (as @softech also mentioned).

 

Be sure to:
1. Add funds to your account, if you don`t have sufficient funds  

2. Go back to the Add-Ons page and select your Add-On.

 

View solution in original post

4 REPLIES 4

softech
Mayor / Maire

@ysansoucy wrote:

I've reached out the maximum number of minutes for my contract so I added a more time and change my contract for the next bill.


@ysansoucy 

 

You have clicked Change in the next billing date?  If so, it won't happen now, it will wait till your next renewal date.   (I think this is what you want to do , right)?

E-MyAcct-ChangePlanNow-NextCycle

 

You also said  "Add more time", so, you want to buy extra minute add-on?  If that is the case, check if Available Fund has the amount you just paid.  If that is the case, the money was sitting there and not being used to buy add-on yet, you will need to go back and buy the minute then (buying addon is a 2 steps process, load fund and buy)

 

Also, if you are doing that, you can leave your plan change for next renewal date

esjliv
Mayor / Maire

@ysansoucy  - when you say you "added more time" do you mean you purchased the $5 / 500 minute Canada Wide calling addon? Because just adding funds to your account will not provide more minutes.

 

Go to this section in your Self Serve account: https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-plan/

This does sound like your best bet probably to do, but it could be that you forgot that 2nd step in the process (as @softech also mentioned).

 

Be sure to:
1. Add funds to your account, if you don`t have sufficient funds  

2. Go back to the Add-Ons page and select your Add-On.

 

darlicious
Mayor / Maire

@ysansoucy 

Don't change your plan to get more minutes just buy the $5/500min add on. It's a one time purchase that does not expire rolling over every 30 days until completely depleted. Unless you need the data in the $25 plan it's much more economical to go with the $5/500min add on.

 

 

 

 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

Yeah this is the way to go, this should easily take you to your next renewal date and then the 25 plan will kick in then and you will still have those available minutes if you ever decide to go back to the 15 plan